• Working with developers, platform teams, and technical leaders worldwide to troubleshoot complex issues and help them get the most out of Kong products and technologies. • Leading technical investigations using logs, metrics, configuration, code, and customer context to understand the problem and drive it towards resolution. • Collaborating with customers, teammates, Product, and Engineering to diagnose difficult issues, identify root causes, and recommend practical next steps. • Taking ownership of high-impact and escalated support cases, ensuring communication is clear, timely, and appropriate for both technical and business stakeholders. • Creating knowledge articles that complement our documentation and help customers better understand product behaviour, troubleshooting approaches, and real-world use cases. • Sharing knowledge with other support engineers through mentoring, case reviews, technical enablement, and support-led documentation. • Driving improvement within the support team by finding better ways to work, improving the tools we use, and raising the bar on the service we deliver to enterprise customers. • Providing structured feedback to Product and Engineering based on customer issues, recurring support patterns, product gaps, and operational challenges seen in the field.

• Serve as the primary owner for the organization's most complex client issues, executive escalations, and technically challenging investigations • Independently investigate technical issues using product knowledge, system behavior, historical tickets, documentation, internal tooling, and available data before determining the appropriate next step • Distinguish between product defects, configuration issues, workflow misunderstandings, integration failures, data issues, and expected application behavior • Drive investigations across Engineering, Product, Data, Clinical Excellence, Customer Success, and Integrations while maintaining clear ownership of the client experience • Balance urgency with thorough investigation, ensuring issues continue moving forward even when multiple teams are involved • Escalate thoughtfully, bringing well-defined findings, supporting evidence, and clear recommendations rather than unresolved questions • Maintain ownership of tickets from initial intake through final client confirmation and resolution • Prioritize work based on client impact, workflow-blocking status, executive visibility, and operational risk • Ensure all ticket documentation, classifications, routing, labels, linked work items, and client communications are complete and accurate • Identify trends across client issues and recommend improvements to workflows, documentation, tooling, or product functionality • Contribute to the continuous refinement of support processes and operational standards • Lead complex client conversations through email, Zoom, Slack, and phone • Translate technical concepts into language appropriate for clinical and operational audiences • Maintain client confidence by setting realistic expectations through proactive communication, ensuring clients remain informed throughout complex investigations • Communicate investigation findings clearly across technical and non-technical teams • Model excellent troubleshooting, prioritization, documentation, and client communication for the Support team • Coach analysts through investigations by asking thoughtful questions, encouraging independent problem-solving before providing direction and serving as an escalation resource • Review complex client communications and provide constructive feedback, proactively and when appropriate • Partner with Support leadership to identify coaching opportunities and recurring knowledge gaps • Contribute to onboarding, documentation, training materials, and process improvements.

Role Description Aidoc is looking for a Support Manager to lead a team of Technical Support Engineers responsible for advanced troubleshooting of the Aidoc platform and the clinical, radiological workflows it operates within. This is a hands-on leadership role for someone who has spent real time in the technical trenches of enterprise SaaS support — comfortable driving root-cause analysis on critical incidents, setting technical standards across a team, and translating recurring patterns into product and architectural improvements. You'll partner closely with Engineering, Product, and Clinical teams to ensure that every escalation, RCA, and case review strengthens both the platform and the hospitals and providers who depend on it. Responsibilities - Technical Leadership - Lead a team of Technical Support Engineers handling advanced troubleshooting of the Aidoc platform, as well as clinical radiological workflows. - Drive root-cause analysis (RCA) for critical incidents and systemic product issues. - Establish technical standards for case handling, diagnostics, and escalation workflows. - Lead internal technical reviews of recurring issues to surface architectural or product improvements. - Team & Performance Leadership - Manage day-to-day team performance against KPIs such as time-to-resolution, escalation rate, and case quality, holding engineers accountable to clear, measurable standards. - Coach, mentor, and develop Technical Support Engineers, building technical depth and structured troubleshooting habits across the team. - Partner with Senior Support leadership on staffing, capacity planning, and performance review cycles. - Cross-Functional Partnership - Serve as the primary escalation point between Technical Support and Engineering/Product for unresolved or systemic issues affecting hospital customers. - Represent the voice of the customer in product and engineering discussions, ensuring recurring technical pain points are visible and prioritized. - Collaborate with Clinical and Implementation teams to ensure technical guidance reflects real-world radiological workflow context, including PACS, DICOM, HL7, and EHR integrations. Qualifications - 7+ years in enterprise software or cloud-native SaaS, including 3+ years managing technical support or escalation engineering teams. - 3+ years of hands-on experience as a Support Engineer, DevOps Engineer, SRE, or Tier 3 Escalation Engineer prior to moving into management. - Proven track record in KPI management and driving engineer performance and customer satisfaction. - A customer-obsessed mindset! You treat every hospital, radiologist, and IT stakeholder's problem as your own, and you build a team that does the same. Requirements - Experience supporting healthcare IT, medical imaging, or clinical software (PACS, RIS, EHR, DICOM/HL7 integrations). - Familiarity with AI/ML-powered SaaS platforms and the operational nuances of supporting algorithmic, clinical decision-support tools. - Experience working in a regulated environment (e.g., FDA-cleared software, HIPAA, clinical safety processes). Benefits - A range of medical, dental and vision benefits. - Stock options for all full-time employees. - Flexible time off to enjoy the autonomy to take time off as needed to rest and recharge without vacation accrual limits, while coordinating with your manager and team to ensure business continuity and project goals are met. - A 401(k) plan with company match, life insurance, plus long- and short-term disability. - The opportunity to directly improve medical care and impact patient outcomes.

Role Description At SOLPLANET, we are driven by a simple idea: solar for everybody. We strive to create the best possible experience for distributors, installers, and end users. That’s why our solar inverters, energy storage systems, and EV chargers are easy-to-install, reliable, and user-friendly. How you’ll help us: - Provide technical troubleshooting support to distributors, installers, EPCs, and customers via phone, e-mail, and digital communication channels. - Provide commissioning support for Solplanet products, both remotely and on-site. - Deliver technical training sessions, webinars, and product presentations to distributors, installers, and internal colleagues. - Support pre-sales activities by providing technical consultancy during customer meetings when required. - Develop and maintain strong relationships with distributors, installers, EPCs, and service partners. - Collaborate closely with the Sales team to strengthen customer relationships and support business development. - Work with Product Management, R&D, and HQ teams to resolve technical issues and continuously improve products. - Collect field feedback from customers and communicate product improvement opportunities to Product Management and R&D. - Monitor local technical regulations and grid code requirements (e.g. CEI 0-21, CEI 0-16) and provide technical input to support product compliance. - Support the qualification, onboarding, and management of authorized service partners. - Coordinate inverter replacement activities, including logistics and product return management. - Accurately document technical cases and customer interactions using CRM systems. - Contribute to the successful launch and validation of new Solplanet products in the Italian market. - Continuously identify opportunities to improve products, technical processes, and customer satisfaction. Qualifications - Bachelor's degree or higher in Electrical Engineering, Renewable Energy Engineering, Electronic Engineering, or a related technical discipline. - Previous experience in technical support, commissioning, after-sales service, or application engineering is preferred. - Experience in the photovoltaic, renewable energy, or electrical industry is considered an advantage. - Experience with PV inverters, energy storage systems, or EV chargers is appreciated but not mandatory. - Experience working with distributors, installers, or EPC companies is preferred. - Good knowledge of photovoltaic systems, energy storage systems, and EV charging solutions. - Understanding of grid code requirements and electrical standards is an advantage. - Strong troubleshooting and analytical problem-solving skills. - Ability to explain technical concepts clearly to both technical and non-technical audiences. - Good knowledge of CRM and ticket management systems is preferred. - Customer-oriented mindset with excellent interpersonal and communication skills. - Proactive, hands-on, and solution-oriented attitude. - Strong organizational skills and ability to manage multiple priorities. - Fast learner with a genuine interest in renewable energy technologies. - Ability to work independently while collaborating effectively within international cross-functional teams. - Language skills: Fluent Italian and business fluent English (written and spoken). - Willingness to travel regularly within Italy and occasionally internationally. - Valid driving licence. Benefits - Giving you the unique opportunity to be part of a spirited and diverse team of passionate experts that work together within an exceptionally open-minded environment. - Assisting you in developing personally and professionally, to grow internally within an international environment which leverages your abilities, skills, and expertise. - Providing you the unique opportunity to be part of an ambitious, energetic, and rapidly growing Solplanet team with flat hierarchies, fast decision making, and strong opportunities to successfully cultivate your long-term path within the renewable energy industry.